Job Summary:

The Customer Service Manager will identify, lead, and deliver an exceptional end-to-end experience to our customers. This position will also drive continuous improvement efforts that align with the company’s strategic goals and deliver greater, measurable value to our customers. Must be able to nurture a culture of high-performing, team-oriented, continuous improvement-focused individuals providing meaningful contributions to our business, partners, and customers.

Essential Job Functions:

• Quickly acquire robust knowledge of product, process, and customer success metrics
• Identify and drive activities to improve customer centricity, experience, satisfaction, and loyalty
• Contribute to a variety of cross-functional initiatives to ensure that a strong customer success mindset is embedded in our people, process, and technology solutions
• Ensures service policies and practices align with customer requirements and overall organizational objectives
• Actively engage in problem-solving opportunities, particularly when there is a risk to customer satisfaction, and influence a solution that will provide a positive customer experience
• Partner with other functions to prioritize and manage exceptions to achieve the greatest outcome for our customers
• Anticipate customer needs and proactively tailor process, escalation, and communication strategies to achieve customer expectations
• Conduct and publish annual customer success surveys/audits to measure current customer success and plan, prioritize, and implement high-impact continuous improvement strategies
• Create, communicate, track, and manage KPIs for the Consumer Service team.
• Communicates clearly and directly with employees concerning performance expectations, productivity and accountability.
• Develop customer outcome and satisfaction scorecards
• Support Customer Service, Sales, and Operations leadership by providing mentoring, development, and motivation toward a common goal of exceptional customer experience

Skills and/or Competencies:

• Excellent written and verbal communication skills
• Self-motivated, with high energy and an engaging level of enthusiasm.
• Ability to work individually and as part of a team
• Strong attention to detail

Education/Experience:

• 5 years of customer service experience
• Experience in management / supervisory role required.
• Epicor ERP Experience a plus
• Proficient in Microsoft Office required

Physical Demands and Working Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Perform job duties in an office environment by operating basic office equipment, copier, desktop computer, phone, and printer.
• While performing the duties of this job, the employee is regularly required to stand, sit , use hands to finger, handle, or feel; reach with hands and arms; and talk or hear repetitively.
• The employee frequently is required to stand, walk, and stoop.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.